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Business Profile

Airlines

Southwest Airlines Company

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Southwest Airlines Company's headquarters and its corporate-owned locations. To view all corporate locations, see

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Southwest Airlines Company has 15 locations, listed below.

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    Customer Complaints Summary

    • 1,584 total complaints in the last 3 years.
    • 466 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/20/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Rr *********** 26QHFA Flight. Both of us paid for upgraded boarding. Several people without wheel chairs cut the whole line and the gate attendant did not care. We were sat in the back of the plane. People held seats for others. There was shouting. Please check cameras. The **** did not work. I do not believe we should be charged for upgraded boarding. I believe our $210 should be refunded.

      Business Response

      Date: 05/22/2025

      Attached is the response to BBB Complaint *********

    • Initial Complaint

      Date:05/20/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought 2 tickets to and from ******. Our return flight was supposed to be 1 stop in ******* and then from ******* to ************. Once we landed in ******* we were told our flight was cancelled and we were now being put on a flight to ********* and then would be able to get on a plane to then go to ************. This added an additional connecting flight to our trip but the story does not end there.Once we finally made it home to ******* we were informed our bags ended up in ****** so we would have to wait about an hour and a half for our bags even though we confirmed in ********* with another Southwest associate that our bags would be arriving with us. At this point I asked the Southwest associate how I would go about retrieving my bags and they plainly answered thats not my job. I also asked what they were going to do for us since we paid for a service and that service was not met. Which to they essentially said absolutely nothing.I have no idea why airlines get away with how they operate, it is very frustrating to pay a lot of money to a company and have them treat you terribly throughout the service they supposedly provide. At this time I am asking for a full reimbursement of what I paid for my flight and would love it if businesses like Southwest Airlines were held to a minimum standard of customer service such as recognizing that the service I paid for was not met. Normally if you buy a flight with 2 or more connecting flights, that flight is cheaper than those with less connecting flights. Essentially the service I paid for was downgraded and I overplayed for the actual service that I received. That should not happen I do want to make it clear that everyone who works inside the airplane did their jobs amazingly. The problem lies with the employees who work in the airports, and in this case specifically the employees working in the airports for Southwest Airlines (such as the employees at the gates and the employees in baggage claim).

      Business Response

      Date: 05/21/2025

      Attached is the response to BBB Complaint 23353526

    • Initial Complaint

      Date:05/18/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      *************************************************************************************************************************************

      Business Response

      Date: 05/19/2025

      Attached is the response to BBB Complaint ********

    • Initial Complaint

      Date:05/15/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We recently flew with Southwest at ************ flying into ***** and flying back to ************ on our way back home. Our luggage was damaged to the outside as well **** shattered the mirror on the inside of the luggage. I contacted the baggage claim at the airport and they said there was nothing they can do it was normal wear and tear. I filed a claim as well online and theyre telling me its normal wear and tear, but our bag did not look like that whenwe dropped it off and picked it up from baggage claim at the terminal on our way home.

      Business Response

      Date: 05/16/2025

      Attached is the response to BBB Complaint ********

    • Initial Complaint

      Date:05/14/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      To Whom It May Concern,I am submitting this complaint regarding Southwest Airlines handling of my checked luggage, which was returned to me severely damaged. When I arrived at the baggage carousel, I was shocked and embarrassed to find my suitcase broken open, with the zipper completely ripped out of place. The bag could no longer be zipped shut, and my personal belongings were exposed to the public.This experience was humiliating and unacceptable. The suitcase was intact when I checked it in, and it is evident that significant mishandling occurred during transit. The zipper was not simply wornit was destroyed, leaving the bag *********** make matters worse, I was told by Southwest staff that the damage was considered normal wear and tear, which I strongly disagree with. This was not a minor scuff or scratchthis was a total failure of the bags main closure, rendering it completely non-functional. I had to manually carry a 50-pound suitcase from the airport to my vehicle and then into my home without any way to properly secure it, which caused unnecessary stress and physical strain.I am requesting compensation for the damaged luggage and a formal acknowledgment that this level of destruction is far beyond what could reasonably be called normal wear and tear. Passengers entrust their property to the airline with the expectation of basic care and accountability.Thank you for your attention to this matter. I look forward to a prompt and fair resolution.

      Business Response

      Date: 05/15/2025

      Attached is the response to BBB Complaint  ********

    • Initial Complaint

      Date:05/13/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On April 23 I had a nonstop return flight from *** to **********. My flight was delayed repeatedly every time I kept checking for reasons unknown to me (its Phoenix the weather isnt bad). This delay made me significantly late returning back home to **********, and then subsequently miss an important appointment that I had been on a cancellation list for and waiting nearly a year for. There was no explanation as to why the delay was occurring by *** and nothing was done for the passengers who were inconvenienced by this delay. This caused me to completely miss this appointment and had to reschedule and now I have to wait nearly 10 more months before there is another available appointment. Id appreciate some sort of compensation for the delay.

      Business Response

      Date: 05/21/2025

      Attached is the response to BBB Complaint ********

    • Initial Complaint

      Date:05/12/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I PURCHASED TICKETS FOR 3 PEOPLE FOR SEPTEMBER 20, 2025 FROM *******, ** TO *******, **, FLIGHT CHANGE TO ***************, **. FLIGHT #****/4474, LEAVING 5:35AM AND RETURNING AND ARRIVAL TO *************** AT 2:******* RETURN DATE WAS SEPTEMBER 28, 2025, FLIGHT# ****/2995, LEAVING 7:20PM FROM ***************, ** RETURNING TO ******* AT 10:40PM FL PASSENGERS: ****** ****** (TT11T24K3, RAPID REWARD# *********), ******* ***** (TT11T29T8, RAPID REWARDS # ***********), AND ********* ******** I PAID A TOTAL OF $1525.08 THERE WAS NO CONFIRMATION PAGE, ONLY THE ************ DETAILS PAGE SENT TO MY EMAIL (****************************)I CALLED AND A *** FOUND THE TRIP AND BECAUSE I DID NOT RECALL WHAT CREDIT CARD I USED, SHE HUNGUP AND I HAVE NOT BEEN ABLE TO GET ANYONE WHO CAN FIND MY TRIP. I COULD HAVE USE CARD ENDING IN 9916, 6304, 1475 BUT I AM NOT SURE.

      Business Response

      Date: 06/03/2025

      BBB Complaint ******** was addressed by phone on 06/03/2025

      Customer Answer

      Date: 06/03/2025

      I AM NOT HAPPY WITH THE NO RESPONSE I RECEIVED FROM SOUTHWEST AIRLINES.  THEY HAVE NOT GIVEN ME ANY SOLUTION AT ALL AND I WOULD LIKE TO HAVE MY TRIP EITHER REIMBURSED OR AVAILBLE FOR TRAVEL.  I RECEIVED A RECEIPT OF PURCHASE, YOU CANNOT GET A RECEIPT SENT TO YOUR EMAIL FOR JUST LOOKING AROUND AT PRICES WITH FLIGHT NUMBERS, TRANSFER FLIGHT , ETC.

      AS I MENTIONED, ONE REPRESENTATIVE FOUND MY FLIGHT BUT I DIDN'T KMOW WHICH CARD I USED TO PURCHASE AND NOW, MY CHARDS HAVE BEEN CHANGED.

       

      Customer Answer

      Date: 06/04/2025

      I am rejecting this response because:   

      I AM NOT HAPPY WITH THE NO RESPONSE I RECEIVED FROM SOUTHWEST AIRLINES.  THEY HAVE NOT GIVEN ME ANY SOLUTION AT ALL AND I WOULD LIKE TO HAVE MY TRIP EITHER REIMBURSED OR AVAILBLE FOR TRAVEL.  I RECEIVED A RECEIPT OF PURCHASE, YOU CANNOT GET A RECEIPT SENT TO YOUR EMAIL FOR JUST LOOKING AROUND AT PRICES WITH FLIGHT NUMBERS, TRANSFER FLIGHT , ETC.

      AS I MENTIONED, ONE REPRESENTATIVE FOUND MY FLIGHT BUT I DIDN'T KMOW WHICH CARD I USED TO PURCHASE AND NOW, MY CHARDS HAVE BEEN CHANGED.

    • Initial Complaint

      Date:05/08/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      - I bought two air tickets on 5/25/2024, total amount is $377.16, paid by my **************** card #**** - Confirmation# 2ZNIUW is sent to my yahoo email - I cancelled the flight on 6/10/2024. Received the email to confirm the flight credit of $377.16 ($188.58*2)- One week ago, I bought 5 tickets to ********* and was about to apply this credit but could not find any credit left.- I called SW, they said they made the refund to my AE **** credit card as a courtesy on 4/24/2025. I asked them who initiated this request, I did not authorize this transaction and I did not receive any sort of communications from SW (email or text message). - I called AE several times to track this refund. AE has not received anything from Southwest. I called SW and they told me it may take ten days for AE to post this refund. So I patiently waited until today.- I talked with two customers service **** today. The first one hanged me up after telling me she is looking into it. The 2nd is very kind, she looked it up and down and found out my Rapid Reward account was associated with my prior employer (******************** with swabiz Corporate ID *****************,- I called swabiz at ************. A gentleman told me that my credit was sent to a credit card ended with #**** (they have been telling lies saying the return is back to my AE **** since 5/1/2025). I asked him who made this decision and who is the account owner of #**** card. They cannot any these questions but asked me to call SW again.- I talked to a *** at their ******** account and they asked me to contact Zurich HR to resolve this issue. I left ****** back in 2015!I need a full refund of $377.16. I have not done anything wrong. - They made a mistake, they need to fix it. - It could be an employee fraud within Southwest too.

      Business Response

      Date: 05/09/2025

      Attached is the response to BBB Complaint ********

      Business Response

      Date: 05/09/2025

      Attached is the response to BBB Complaint ********

      Customer Answer

      Date: 05/09/2025

      I am rejecting this response because:   

      1. They did not have my authorization to return the credit. It is against SW policy cancellation rules. 

      2. They did not even notify me about this transaction. 

      3. They returned to the wrong credit card, it should be returned to my credit card that I used to buy the ticket.

      Somebody took my credit and they should pay me back.

       

       

      Customer Answer

      Date: 05/12/2025

      I have attached the original order, cancellation confirmation and the confirmation of the flight credit. I have not received any emails from Southwest regarding the refund.

      They need to investigate:

      1. Who made the request to convert my credit to a refund? SW dont do that.

      2. Who is the account holder of #****? Why showed return to AE 1002 instead?

      3. This is not an error. This is an employee crime.

      Business Response

      Date: 06/06/2025

      BBB Complaint ******** requires additional review. Southwest Airlines will contact the Customer to address their concerns.

      Customer Answer

      Date: 06/15/2025

      I have reviewed the business response and accept this resolution.  Thank you very much for your help. 

    • Initial Complaint

      Date:05/08/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On May 8, 2025 my flight departing from *********, ** to ******* for layover to take me to ******* was a disaster with Southwest. First the plane departed from ********* extremely late which made the layover flight leave without us. The plane arrived in ********* late, we then were boarded late, then the flight attendants were ******* us to sit so we can take off however still wasnt the case. Every passenger was sitting and the plane still didnt take off until 20 minutes later. My flight originally should have left ********* at 1:15, didnt leave until 2. Once we landed the gate we should have got on was gate 5, which is the same gate we exited. The flight was already gone! Then went over to the ** counter then the lady asked me they shouldve rebooked your flight in *********. Since the next flight leaves out of ********* to ******* at 6 but since Im in ******* I would have to have another layover in ********* then arrive in ******* by 9:45!! Like seriously another 5 hours and this flight is 10 hours long and the booted me to a C position when my original ticket was A position. Completely upsetting and no one cares. Literally stuck thanks to ** and their unknown delays they do not want to tell the reasoning behind and the safety they keep screaming they can save I have heard and understand. Everyone was safe in the flight whats the next excuse.

      Business Response

      Date: 05/09/2025

      Attached is the response to BBB Complaint ********

    • Initial Complaint

      Date:05/08/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had a flight booked on *** for many months to ********* from *******. This evening, without notice to me they cancelled My flight and emailed my wife and. It Me without explanation. When I called, the agent denied that *** has supervisors or Managers as she was unable To help me due to system issues. She also Refused to check in with me as I held Over a minute. This flight was not cancelled by me and was booked with companion pass.

      Business Response

      Date: 05/08/2025

      Attached is the response to BBB Complaint ********

    Southwest Airlines Company is NOT a BBB Accredited Business.

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